Customer Service Representative

Job Title: Customer Service Representative

Process: Blended - 90% Voice & 10% Email/Chat

Location: Malad West, Mumbai

Shift: US based (Night Shift-: 5:30 PM - 2:30 AM)

Job Summary:
Are you passionate about delivering outstanding customer experiences? We are looking for a dedicated Customer Service Representative to join our team in a blended process role. You will connect with customers via phone, email, and chat, providing timely and effective solutions. If you have strong communication skills, enjoy multitasking, and thrive in a fast-paced environment, we want to hear from you!

Key Responsibilities:

• Deliver exceptional customer service through voice calls, emails, and chat.
• Maintain professional phone etiquette and strong written communication.
• Resolve customer queries and concerns efficiently, ensuring a positive experience.
• Manage multiple tasks effectively while meeting deadlines and service level targets.
• Accurately document interactions and follow escalation procedures when needed.

Qualifications & Requirements:

• Minimum 1 or 2 years of international voice process experience – mandatory.
• Fluent in English with excellent verbal and written communication skills.
• Strong interpersonal skills and ability to build rapport with customers.
• Comfortable working night shifts.
• Proficient in handling both voice and written communication channels.

Preferred Skills:

• Experience in the insurance sector or international voice processes is a plus.
• Familiarity with CRM tools and ticketing systems.
• Excellent problem-solving, multitasking, and organizational skills.

Job Type: Full-time

Pay: ₹250,000.00 - ₹450,000.00 per year

Benefits:

• Health insurance
• Leave encashment
• Paid sick time
• Paid time off
• Provident Fund

Ability to commute/relocate:

• Malad, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• What's your current location?

Education:

• Bachelor's (Preferred)

Experience:

• Customer service: 2 years (Preferred)
• International voice process: 1 year (Preferred)

Location:

• Malad, Mumbai, Maharashtra (Preferred)

Shift availability:

• Night Shift (Required)
• Overnight Shift (Required)

Work Location: In person